Customer Service Representative

Customer Service Representative - True RestoreLocation: Orem, UT Markets: Boise, Salt Lake City, St. George, and future markets as True Restore expands Schedule: 40h Pay: $16–$25 DOE Reports to: Office ManagerAbout UsTrue Restore is a residential disaster cleanup company, focusing on flood, fire, mold, & trauma. We work fast, we work relationship-first, and we don't outsource our voice to a call center. When a plumber, partner, or homeowner reaches out, the person on the other end of the line represents the company, and is the first point of contact.The RoleYou are one of the first voices a homeowner or partner hears from True Restore. This role fields calls across all of our markets — Boise, Salt Lake City, St. George, and any future locations — not just one local territory. Leads and calls come in from multiple directions — plumbers, property managers, insurance adjusters, insurance agents, salespeople, and homeowners themselves. Your job is to get homeowners on the phone fast, explain who we are and why we're calling, confirm the details, and get them scheduled with a clear ETA.This role exists to take on the volume of outbound calls, inbound calls, and profile work currently handled by the Office Manager, so that role can focus on managing the office and this team. You'll report directly to the Office Manager, who will still dispatch and build profiles at times but is shifting toward oversight and other administrative duties.This is not a script-reading, ticket-closing call center job. We are referred because our partners trust how we handle their customers, and homeowners who are stressed and need someone competent and calm on the phone.What You'll Actually Do:OutboundMonitor internal chat channels (WhatsApp, Slack) for incoming leads from our team of marketers, and other referral sourcesConfirm ETA with the assigned Project Manager or Team Lead before contacting the customerCall the customer promptly — target within 10 minutes of lead receiptIntroduce yourself and the brand, state clearly who referred them, what we do, and confirm the ETAMake follow-up calls as neededInboundField inbound calls directly — this role is a primary phone line for the company, not a backup. Callers include plumbers, property managers, insurance adjusters, insurance agents, salespeople, and homeownersRepresent True Restore as the first voice callers hear; know enough to route or resolve without bouncing the caller aroundProfiles & RecordsBuild customer profiles in the company CRM (JobNimbus) accurately and immediately after intakeAudit profiles built by others (a recurring night/weekend responsibility) to catch and correct errors before they compound downstreamLog customer notes onto the office whiteboard so the Team Lead has what's needed to build the day's routeEnsure all inspections are followed up with job status updates (inspection, scope, next steps), and that those notes make it into both JobNimbus and the whiteboardEnsure all leads in are contacted — follow up with repeat calls if the customer doesn't answerEscalate anything outside standard process — unusual jobs, upset customers, unclear scope — to your manager, or the marketer involved on that job if there is oneMaintain clean records; a job isn't "done" in the system until the profile reflects realityWhat Success Looks LikeNo missed callsFor outbound calls, homeowners are contacted within 10 minutes, and ETAs clearly communicated and confirmedJobNimbus profiles are accurate and current, with no chasing needed laterInternal chat threads show a clean, complete record: lead in, customer contacted, ETA given, status relayedWhat We're Looking ForComfortable on the phone with strangers, often in stressful situations — calm, clear, and reassuringPrior experience with multi-line phone systems, managing several live calls without dropping the thread on any of themStrong written communication for chat-based coordination (WhatsApp, Slack, SMS)Organized and detail-accurate; this role touches real addresses, phone numbers, and job scope with no room for transcription errorsAble to move fast without cutting corners — this is a speed-and-accuracy role, not one or the otherBasic comfort with CRM/PM software (JobNimbus experience a plus, not required)Bilingual (English/Spanish) a plusReliable and self-directed during your shift; you may be the only dispatcher on at a given timeDiscretion — you'll have access to customer and partner information and are expected to treat it accordinglySchedule & CompensationHours: 40h; 9:00a–5:00p during training, then likely shifted backward to cover up to 8:00pPay: $16–$25 DOEPay: $16.00 - $25.00 per hourBenefits:Paid time offParental leaveReferral programWork Location: In person, Orem